Internal Note/Public Reply Toggle - Agent Workspace
Feature Request Summary:
In the original workspace, toggling between internal notes and public replies required one click. Now, the same toggle requires an extra click. I would love it if that extra click (which arises in the drop-down) could be consolidated back to one click.
The use case would be to cut unnecessary time in toggling between public replies and internal notes.
Business impact of limitation or missing feature:
As agents often have to make both types of comment updates on the same tickets, the extra click to toggle back and forth between public replies and internal notes causes wasted time in the long run.
Is this possible if we can trace which is the public comment by user and public comment by agent using API calls? like how can we differentiate between the two.
Is this possible if we can make public comment by user private and then we can trace public comment by agent in which we will be having "public: true " in our API call?
By this we can easily trace public comments by agents which is the use case.
You can use the List Comments API endpoint to get a list of the comments for a ticket. Each comment will have an author_id. You could then use the Show User API endpoint to get information on the user, which will include their Role ("agent", "admin", or "end-user".) Does that help?
Thanks for the help. I will check this if this suits my use case or not.
If not, then I will get back to you.
Sounds good - thanks Mahi!
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